Add-on | Workforce Management (WFM) or Workforce Engagement Management (WEM) |
Zendesk WFM admins can track how agents spend time outside of Zendesk by using the Zendesk time tracker Google Chrome extension. Configure extension tracking by mapping general tasks to URLs that agents visit. By mapping general tasks to URLs, you can understand how agents are working and choose how activity is recorded when agents visit one of the mapped URLs.
Agents can install the Zendesk time tracker extension from the Google Chrome web store. After agents install the extension and you've set up extension tracking, agents can see which activity is being tracked on a URL they visit. This allows agents to have a better understanding of how their time is tracked.
Configuring extension tracking
To configure extension tracking, you must have first defined general tasks.
You must be a Zendesk WFM admin to configure extension tracking.
To configure extension tracking
- In the Zendesk WFM web app, press cmd+k and begin typing extension tracking.
- Click Extension Tracking.
- Choose how you want to track time for any URLs that aren't mapped to a general task.
- Click a general task and enter a URL. You can enter more than one URL per general task.
For example, you may want to add https://www.youtube.com/ to your break general task. Every time an agent visits youtube, their time will be tracked as a break. - Continue to map URLs to your other general tasks, then click Save.
34 comments
Moises Mora Viney
Hello
I have encountered what I think is a problem with this part of the tool.
In our account we have several teams that perform very different general tasks between them so we need to segment and separate them by teams.
The drawback I am encountering is that with the use of the URL tracker other teams get tasks that are not assigned to them in the general tasks section.
For example: L's team has the Monitoring task assigned to it. But when entering any of those URLs assigned to the task, any of the other teams will see that task in the agent activity even if they have not been assigned to it.
Is this a problem or is this how the tool works?
Thank you very much for the answer
0
Tiago Magalhaes
Hi Moises
Thanks for reaching out! If I understood your question correctly, then the answer is: yes, agents that belong to teams that do not have access to that General Task (due to the scoping settings in each General Task) will still have activity from the extension for that General Task if it has been mapped to a URL. This is expected with the current implementation of this feature.
The reasons behind this logic are two-fold:
- the scoping of General Tasks to specific teams defines which General Tasks are included or excluded for the agents to manually select in the General Task dropdown int he WFM app frame inside Support. This works as a way to define which Tasks agents can manually select and set themselves to;
- the extension that maps activity outside of Zendesk to General Tasks takes precedence over this - since it is a management decision to track time in those URLs, then it should be true for all agents in the project so that reporting reflects time spent on those activities.
Hope this helps - let me know if you have any additional questions.
0
Zach Gilbert
Tiago Magalhaes are you able to look at ticket 13181419? We have one agent who if they have the plugin installed, they get kicked our of various AUX codes and even moved out of Zendesks Omnichannel routing statuses.
0
Tiago Magalhaes
Hey Zach Gilbert I'm on it! Just replied to the ticket.
0